Manages workflow within Return Mail Team to ensure customer addresses are being verified and corrections are made to customer master records. Monitors workload to ensure timely and accurate handling of image documents. Processes and coordinates solutions to correspondence received from internal and external customers. Assists Return Mail Analyst in resolving complicated cases and provides extensive research where necessary. Develops and/or revises procedural manuals and supports changes in process. Conducts random quality audits on processed Return Mail.

What you will do:

• Manages workflow on a daily basis and allocates resources to process production work. Actively participates in discussions and/or meetings concerning team processes.


• Performs quality audits to verify accuracy and provides coaching to team members. Oversees any necessary corrections and notes any problems or trends that indicate a gap in training or procedural documentation. Approaches management with possible solutions to enhance or correct issues.


• Serves as a first-line resource for team members to assist with processing questions, escalated complaint/cases, and problem solving and resolution. Answers questions providing clear, accurate instructions regarding processes and procedures.


• Communicates through clear, concise, and well-constructed written correspondence and verbal communication while conducting outbound telephone calls to external clients and/or district office personnel to gather current customer contact information for all business units within the Western & Southern Enterprise.


• Exercises independent judgment in defining the nature and scope of additional research/second level research by evaluating the most cost effective and logical next step.


• Resolves systems and production problems through detailed research and collaboration with technical staff.


• Provides prompt and courteous customer service to internal and external customers, including answering questions and researching problem cases.


• Upholds the highest level of integrity regarding compliance with all Company ethics, privacy policies and industry regulations.


• Analyzes complex documents, which may include underwriting records, divorce decrees, guardianship papers, power of attorneys, corporate resolutions and trust documents to ensure that the transaction is completed within state and federal compliance regulations.


• Researches district office, independent agent and internal department inquiries. Provides clear, accurate, timely responses through various channels of communication while following proper rules of punctuation, dictation and style. Ensures that communication meets applicable federal, state and Company privacy laws and guidelines.


• Verifies the accuracy of output, which may include preparing written correspondence prepared by Return Mail Analyst.


• Ensures the National Change of Address is completed on a regular basis for each business unit.


• Develops and/or revises procedural manuals and provides on-the-job training as necessary.
• Performs other duties as assigned


• Complies with all policies and standards

• High School Diploma (Required)
• Proven experience working independently while handling high volumes and completing assigned tasks accurately and on a timely basis in a fast-paced environment. Accuracy is critical in updating administration systems, as incorrectly setting up the file can result in privacy violations and misdirected mail. (Required) and


• Demonstrated experience working effectively with leading and motivating teams. This would include providing direction, coaching and effective feedback to team members. (Required) and


• Demonstrated knowledge and experience with general research concepts. Provide examples of researching complex situations and utilizing internal and external resources to provide a concise conclusion. (Required) and


• Proven experience handling and resolving customer problems, where independent decision making and initiative were demonstrated. (Required) and


• Demonstrated experience maintaining a calm and professional demeanor when handling stressful situations. (Required) and


• Proven team leadership experience preferred. (Preferred)
• Demonstrated strong verbal and written communication skills with the ability to successfully interpret and communicate business needs to internal or external customers in a clear, focused and concise manner. Experience must include strong telephone communication and etiquette skills.


• Demonstrated examples of flexibility when faced with changes in work procedures, including examples of grasping and initiating new concepts in the workplace.


• Working knowledge of word processing and email applications. Working knowledge of research websites preferred.

Work Setting/Position Demands:

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.


• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.


• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.


• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.


• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions


• Performs substantial movement of wrists, hands, and fingers for continuous computer work.


• Extended hours required during peak workloads or special projects/events.

Travel Requirements:

• None